Method and system for processing a customer request through a plurality of communication interfaces and for supervising such processing

ABSTRACT

A method is provided for processing a customer request through a plurality of communication interfaces and for supervising such processing. Upon reception of a supervision request from a supervisor client application for supervising an operator client application, the connections established with the operator client application are monitored. When an operator of a supervised operator client application is selected for processing a customer, a connection between the communication interface and the supervised operator client application is supervised, and discussion context information of the established connection is stored in a data repository. If a connection through a different communication interface concerning the same request is established by the supervised operator client application, the discussion context information of the connection made through the different communication interface is added to the information already stored in association with the session.

BACKGROUND OF THE INVENTION

The present invention relates to the field of help desks and moreparticularly to multi-channel help desks having a pluralitycommunication interfaces to process customers request through aplurality of communication media and the associated supervision.

In multi-channel help desk, operators are contacted by customers throughdifferent communication means or media such as voice call, web chat,e-mail or social networks. The discussion or conversation between theoperator and the customer may become a multi-channel discussion ifseveral media are used for the discussion. The use of multiplecommunication media allows facilitating the contact between a customerand an operator of the help desk and allows a more efficient process ofa customer request.

Besides, in help desks, the operators are supervised by managers orsupervisors who need to monitor the discussions of the operators tocheck if the operators answer efficiently to the customers request andhave a suitable behaviour with the customers.

However, with the equipments of the state of the art, the establishmentof a multi-channel discussions may require many manipulations for theoperator to control all the media as well as for the supervisor ormanager to monitor the different media used by the operator as for eachmedium, a dedicated application needs to be activated to control ormonitor the corresponding medium.

As a consequence, the time to process a request is not optimized due tothe high number of necessary manipulations which leads to a loss ofoverall efficiency for the help desk.

SUMMARY OF THE INVENTION

It is therefore an object of the present invention to provide a solutionthat overcomes at least partially the pre-cited drawbacks of the stateof the art and that allows providing access to any required informationor the establishment of any communication in a reduced amount ofmanipulations and time on the operator side as well as on the supervisorside. Another requirement of the proposed solution is the capacity tostore automatically all the exchanges concerning a customer request.

Thus, the present invention refers to a method for processing a customerrequest through a plurality of communication interfaces and forsupervising such processing, the said method comprises the followingsteps:

-   -   upon reception by a plurality of communication interfaces of a        supervision request from a supervisor client application for        supervising an operator client application, monitoring the        connections established with the operator client application,        -   when an operator of a supervised operator client application            is selected for processing a customer request through one of            the plurality of communication interfaces,            -   creating an identified session associated with the                customer and the supervised operator client application,            -   establishing a connection between the communication                interface and the supervised operator client                application,            -   establishing a supervision of the connection by the                supervisor client application,            -   storing discussion context information of the                established connection in a memory space associated with                the session in a data repository,        -   if a connection through a different communication interface            concerning the same request is established by the supervised            operator client application,            -   adding the discussion context information of the said                connection established through a different communication                interface to the information already stored in the                memory space associated with the session and,            -   establishing a supervision of the said connection                established through a different communication interface                by the supervisor client application.

According to another aspect of the present invention, the method alsocomprises the following steps:

-   -   receiving a request from the supervisor client application to        establish a connection with the supervised operator client        application through one of the communication interfaces,    -   establishing the connection between the supervisor client        application and the supervised operator client application and,    -   adding the discussion context information of the said connection        between the supervisor client application and the supervised        operator client application to the information already stored in        the memory space associated with the session.

The embodiments of the present invention also refer to a computerprogram product for performing the steps of:

-   -   upon reception of a request for supervising an operator client        application from a supervisor client application,        -   establishing a monitoring of the connections established            with the supervised operator client application,    -   upon reception of a customer request,        -   creating an identified session associated with the customer            and the supervised operator client application,        -   selecting an operator of a supervised operator client            application to process a customer request received on a            communication interface,        -   establishing a connection between the communication            interface and the operator client application,        -   storing discussion context information of the established            connection in a memory space associated with the session in            a data repository,        -   establishing a supervision of a connection between a            communication interface and a supervised operator client            application by a supervisor client application    -   if a connection through a different communication interface        concerning the same request is established by the supervised        operator client application,        -   establishing a supervision of the said connection            established through a different communication interface by            the supervisor client application and,        -   adding the discussion context information of the said            connection established through a different communication            interface to the information already stored in the memory            space associated with the session.

The embodiments of the present invention also refer to a computertelephony integration server of a help desk structure, the said servercomprises:

-   -   a plurality of communication interfaces configured for:        -   establishing a connection with operator client applications            and supervisor client applications,            -   receiving a request for supervising an operator client                application from a supervisor client application,            -   establishing a supervision of a connection with an                operator client application by a supervisor client                application,    -   a data repository,    -   a routing unit configured for:        -   selecting an operator of a supervised operator client            application to process a customer request received on a            communication interface,        -   establishing a connection between a communication interfaces            and a supervised operator client application,    -   a reporting unit configured for        -   receiving information from the routing unit and from the            operator client applications and the supervisor client            applications,        -   creating an identified session associated with the customer            and the supervised operator client application,        -   storing discussion context information of the connections            established with the supervised operator client application            in a space memory associated with the session in the data            repository.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a diagram of a help desk structure;

FIG. 2 is a diagram showing the different step of the method accordingto the embodiments of the present invention and the interactions betweenthe different entities of the help desk;

FIG. 3 is a chart representing an example control panel displayed on asupervisor user equipment;

FIG. 4 is a diagram of a session monitoring window presentation;

The following description will be achieved based on the above referencedfigures wherein the elements having the same reference refer to elementshaving the same function. Furthermore, for reference comprising a numberand a letter, the number represents a class of elements having similarfunction and the letter defines a particular member of the class. Forthe example the reference 3 a defines an element of the classcorresponding to the communication interfaces 3 and the element 3 arepresents a voice call communication interface.

DETAILED DESCRIPTION OF THE INVENTION

As used herein, the term “customer request” refers to a request forservice or for information sent by a customer. It can be a messageposted on a forum or social network, an e-mail, a Short Message System(SMS), a voice call . . . .

As used herein the term “data repository” refers to any memory spacecomprising capacities for storing data. It could be a database, aread-only memory (ROM) space, a memory card . . . .

As used herein, the term “CTI” refers to the acronym Computer TelephonyIntegration.

As used herein the term “client application” refers to an application orsystem that accesses a service or data made available by a server oranother system. An operator client application thus refers to anapplication installed on an operator user equipment that providesservices made by a central server, for example a CTI server.

As used herein, the term “API” refers to the acronym ApplicationProgramming Interface and corresponds to a source code basedspecification intended to be used as an interface by software componentsto communicate with each other.

As used herein the term “multi-channel help desk” refers to a help deskcomprising a plurality of different communication media such as voicecall, web chat, instant messaging, video conference, electronic mail . .. . Such help desk is configured to receive the above cited customerrequests.

As used herein, the term “user equipment” refers to any electronicequipment allowing the establishment of a connection with remoteequipments. The user equipment can be a computer, a phone, a smartphone,a personal digital assistant, a tablet computer or any equipmentcomprising a processing unit and an interface to allow a user toexchange data with other users of remote equipments.

As used herein, the term “IM” refers to the acronym Instant Messaging.

As used herein, the term “VoIP” refers to the acronym Voice overInternet Protocol.

As used herein, the term “discussion” refers to any type ofcommunication exchanges, such as writing exchange by e-mail, SMS,through forum written message or web chat, vocal exchange such as phonecall or Internet call (VoIP) or video exchange (video conference).Furthermore, the term “discussion context information” refers to anyinformation dealing with the discussion between the different userequipments. It can be the discussion exchanges as well as additionaldetails such as the identification of the participants of thediscussion.

The embodiments of the present invention refer to a method forprocessing a customer request in a help desk structure comprising aplurality of communication interfaces corresponding to a plurality ofcommunication media such as voice call, web chat, instant messaging,video conference, electronic mail, social network. Several media may beused within a single session corresponding to the processing of a singlecustomer request. The exchanges of the different communicationinterfaces of a session may be accessible by a single clientapplication.

FIG. 1 represents an example of structure of a multi-channel help desk.The help desk comprises a computer telephony integration (CTI) server 1comprising several communication interfaces 3, three in the presentcase, a voice call interface 3 a, a web chat interface 3 b and aninstant messaging interface 3 c, a routing unit 4, a reporting unit 5and a data repository 6. However, it has to be noted that the CTI server1 may comprises other communication interfaces such as an electronicmessage interface, a social network interface . . . . The differentinterfaces 3 are capable of establishing a communication between aremote customer equipment 9 and the client applications 7 of the helpdesk structure. The communication interfaces 3 also comprises aplurality of ports, each port corresponding to a connection with a userequipment and a presence unit for determining the user identityassociated with the user equipments connected to the ports of thecommunication interface 3. Furthermore, the communication interfacescomprise application programming interfaces (API) to establishconnections with client applications.

The routing unit 4 receives connection request from the communicationinterfaces when a customer request is received by the said communicationinterfaces, selects an available operator to process the customerrequest and indicates, to the communication interface, the clientapplication associated with the selected operator.

The reporting unit 5 gathers and processes the context information ofthe discussions occurring through the connections established by thecommunication interfaces 3.

The client applications are divided into two types, a first type 7 acorresponding to the operator client applications (one per operator userequipment) and a second type 7 b corresponding to the supervisor clientapplications (one per supervisor user equipment).

The CTI server and the user equipments providing the client applications7 comprises processing means that may be provided through the use ofdedicated hardware as well as hardware capable of executing software inassociation with appropriate software. When providing by a processor,the processing means may be provided by a single dedicated processor, bya single shared processor, or by a plurality of individual processors,some of which may be shared. Moreover, explicit use of the term“processor” should not be construed to refer exclusively to hardwarecapable of executing software, and may implicitly include, withoutlimitation, digital signal processor (DSP) hardware, network processor,application specific integrated circuit (ASIC), field programmable gatearray (FPGA), read-only memory (ROM) for storing software, random accessmemory (RAM), and non-volatile storage. Other hardwares, conventionaland/or custom, may also be included.

The different steps of the method according to the embodiments of thepresent invention will now be described based on the diagram of FIG. 2wherein the vertical lines represent the different equipments involvedin the method, a customer user equipment 9, a CTI server 1, an operatoruser equipment 11 and a supervisor user equipment 13. The horizontalarrows represent the interactions between these equipments.

The operator user equipment 11 through the operator client application 7a, at login time, reserves a user port on each communication interfaceon which he wants to work. The presence unit registers the associationbetween each port and the operator client application 7 a.

The first step 101 refers to the establishment of a supervision ormonitoring of the discussions of an operator by the supervisor clientapplication 7 b. This establishment is triggered by the sending of arequest from the supervisor client application 7 b to the communicationinterfaces of the CTI server 1 to monitor the ports on which theoperator client application of the targeted operator is logged in. Thepresence unit is used by the supervisor client application 7 b to getthe ports used by the operator client application 7 a. At the receptionof the request, a monitoring of this port is established until the nextconnection on this port.

The second step 102 refers to the selection of the designated operatorclient application to process a customer request received on one of thecommunication interfaces and the creation of a new session. When acustomer request is received, for example a chat message, atcommunication interface 3 b, a signal is transmitted to the routing unit4. The routing unit 4 then determine an available operator to processthe request and sends back the address of the operator clientapplication 7 a associated with the selected operator.

Besides, the routing unit 4 sends the information of the establishmentof the new connection to the reporting unit 5. The reporting unit 5 thencreates an identified session which comprises an identification of theinvolved operator and customer, for example the operator is identifiedby a number and the customer is identified by its name, a phone number,an IP address . . . . Besides, at the creation of the session, a spacememory associated with the session is defined in the data repository 6to store discussion context information associated with the session, forexample the identification of the operator and the customer and all thediscussions occurring during the session, the starting and ending timesof the connections . . . .

The third step 103 refers to the establishment of the connection of thecommunication interface 3 b with the supervised operator clientapplication associated with the selected operator. Such connection isestablished by connecting the port corresponding to the customer userequipment to the port corresponding to the supervised operator clientapplication. Furthermore, the supervised operator client applicationinteracts with the reporting unit 5 to provide to the reporting unit 5the discussion context information, that is to say the discussion data.

The fourth step 104 refers to the establishment of the supervision bythe supervisor client application. Indeed, as the connections with thesupervised operator client application are monitored by thecommunication interfaces 3, the establishment of the connection at step103 by the communication interface 3 b is detected and triggers theestablishment of the supervision. Such supervision is established by thecommunication interface 3 b by transmitting the chat messages exchangedthrough the established connection to the supervisor client application7 b. The supervisor client application 7 b then provides the exchangedmessages to the supervisor for example by displaying the information ona screen of the supervisor user equipment 13 or playing the vocaldiscussion through a speaker in the case of a vocal connection.

Furthermore, the supervision can be achieved silently so that theoperator is not aware of the supervision or a signal, for example anindicator on the screen of the operator user equipment 11, may indicateto the operator that a supervisor is monitoring his or her exchangeswith the customer. During supervision, the supervisor may also bargeinto a conversation between the operator and the customer. Such featureis achieved by sending a request from the supervisor client application7 b to communication interfaces 3 b to establish an additionalconnection and create a conference in the identified session through theselected communication interface 3 b. The operator and the customer mayreceive a notification indicating that a third person is taking part totheir conversation. The supervisor client application also interactswith the reporting unit 5 to provides to the reporting unit 5information about the supervision (starting and ending time of thesupervision . . . )

The fifth step 105 refers to the establishment by the operator clientapplication 7 a of the user equipment 11 of a second connection with thecustomer through a different communication interface 3 using a differentmedia. For example, the customer request was initially a chat message onan Internet forum and after a few exchanges on the forum, the operatordecides to call the customer by phone as it seems to be a more efficientmean to process the customer request. The customer phone number can beprovided by the customer through the forum or information about thecustomer including its phone number can be stored in a data repository 6if this information has been stored during a previous exchange or at thepurchase by the customer of a good or service provided by the companycorresponding to the help desk. To establish this communication, theoperator client application sends a request to the communicationinterface 3 a to establish a voice call with the identified customeruser equipment.

The sixth step 106 refers to the establishment of the connection betweenthe operator client application and the customer user equipment throughthe communication interface 3 a corresponding to the voice call.

The step 107 refers to the establishment of a supervision of theestablished voice call connection by the supervisor client application.Indeed, as in step 104, the establishment of a connection with thesupervised operator client application triggers the supervision of theestablished connection and the communication interface 3 a transmits thevocal discussion to the supervisor client application 7 b. The voicecall is displayed in the same window as the previous chat interaction,as both interactions share the same context, i.e. the same session.

The eighth step 108 which is an optional step refers to theestablishment of a coaching connection between the supervisor clientapplication 7 b and the operator client application of the supervisedoperator through one of the communication interfaces 3, preferably acommunication interface 3 which is not already used between the operatorand the customer in order to avoid disturbing the operator during itsconversation with the customer. This coaching connection is establishedby sending a request from the supervisor client application 7 b to thecorresponding communication interface 3 to establish a connection withthe designated operator client application. For example, if the operatoruses a forum and a voice call to communicate with the customer, thesupervisor may use an instant messaging interface 3 c to give advices tothe operator in order to help him or her in the processing of thecustomer request. Such feature may be particularly useful with startingoperators who need to be trained and managed. Furthermore, as the sameclient application 7 b is used for establishing the coaching connection,such coaching connection can be triggered by the same interactivedisplay interface used for the monitoring, for example a single windowcan be used for displaying the monitoring information and providingcommand buttons for establishing a coaching connection. Besides, thediscussion data of the coaching connection are provided by thesupervisor client application to the reporting unit in order to bestored with the other discussion context information of the session.

The ninth step 109 refers to the end of the different connectionsestablished with the operator client application 7 a. When the customerrequest is processed, the connections established between the operatorclient application 7 a and the communication interfaces 3 are ended,either by the operator itself or by the customer or the supervisor andwhen all the connections are ended, the session is closed and theinformation stored in the space memory associated with the sessionduring the session are gathered in a session report and stored asarchives or records in a data repository 6. Thus, the discussions of asession can be analysed afterwards and the development of the eventsthat have occurred during the session can be entirely rebuilt.

Besides, it has to be noticed that the step 101 of establishing asupervision of the discussion of an operator may also occur while theoperator is communicating with a customer. In this case, the differentcommunication interfaces for which a connection is established with theoperator client application 7 a of the designated operator establish thesupervision by the supervisor client application of the connection.Moreover, the supervisor client application can require discussioncontext information from the reporting unit 5 to get information aboutthe previous part of the discussion between the operator and thecustomer. concerning the supervision may occur much earlier in theprocess. The monitoring may also be stopped at any time by thesupervisor, for example by a click in the monitoring window leading tothe stop of the supervision.

Besides, in the previous steps, two different communication interfaces 3have been used by the operator for processing the customer request but,if necessary, a higher number of connections through different media canbe established between the operator and the customer.

The steps of the method are implemented through or together with acomputer program written in e.g. Very high speed integrated circuitHardware Description Language (VHDL) or C, C++, Java, or using anotherprogramming language, or implemented by one or more VHDL, C, C++, orJava processor routines, or several software modules being executed onat least one hardware device.

The computer program product that comprises the computer program can beany kind of device which can be programmed including e.g. any kind ofcomputer like server or a personal computer, an FPGA, a processor, orthe like, or any combination thereof, e.g. one processor and 2 FPGA.

The storage means that comprise the software instructions of thecomputer program could be any kind of data repository in any storagemedium such as a CD or disk, e.g. Universal Serial Bus (USB) memorystick or any kind of memory, e.g. at least one random access memory(RAM) or read-only memory (ROM), or the like, or any combinationthereof, e.g. one ROM and 2 RAMs, or 2 disks, etc.

In order to better understand the present invention, an example will nowbe described.

A customer named Jean Bono sends a request to establish a chat with anoperator on the website of a company named AB. The customer haspreviously identified himself by logging on the website of AB. The chatrequest is received by the communication interface 3 b of the help desk.The presence unit of the communication interface then retrievesinformation associated with the user equipment used by Mr Bono andstores them in a database as information associated with Jean Bono. Asession numbered 10230 is created by the reporting unit 5 and theoperator 5321 is selected by the routing unit to chat with Mr Bono.Using the chat, Mr Bono explains that he has troubles to configure anequipment bought from AB. As the manipulations for achieving theconfiguration of this equipment are cumbersome, the operator 5321decides to call the customer on his cellphone to be more efficient. MrBono has given his phone number during the creation of his user accounton the website so that his phone number is already registered in the ABdatabase. As a consequence, the operator 5321 only needs to click on acontrol button to automatically launch a call to Mr Bono. The call isestablished by the communication interface 3 a and the operator 5321starts to give instructions to Mr Bono by phone. Moreover, the chatconnection is also used to transmit the necessary set up parameters tothe customer.

On the supervisor side, the supervisor has a control panel showing theglobal activity of the operators that he needs to supervise.

FIG. 3 represents an example of a control panel that can be displayed ona supervisor screen.

It comprises the current sessions identifications in a first column C1,the identifications of the operators dealing with the correspondingsessions in the second column C2, the customers identifications in athird column C3, the elapsed time since the beginning of the session ina fourth column C4 and the communication interfaces used in the sessionin a fifth column C5. The currently available operators are alsoindicated in the column C2.

As one can notice, the customers can be identified by their name if theyare known or by their phone number or IP address or any identification.Thus, the supervisor may determine if an operator spends too much timeon the processing of a request or do not use the most relevantcommunication interface . . . .

In order to check the behaviour of his operator, the supervisor decidesto supervise the operator 5321 which is the operator having a chat and acall session with Mr Bono. To do so, the supervisor clicks on theidentification 10230 of the corresponding session on the control panelpresented in FIG. 3.

This click on the identification of the session 10230 produces thesending of a request from the supervisor client application 7 b to thecommunication interfaces to establish a supervision of the operatorclient application associated with the operator 5321. Furthermore, thesupervisor client application requests information from the reportingunit 5 about the session 10230. The information stored in the spacememory associated with this session are then transmitted by thereporting unit 5 to the supervisor client application 7 b. A monitoringwindow corresponding to the session 10230 which corresponds to theoperator 5321 is then opened on the screen of the supervisor userequipment 13.

FIG. 4 represents an example of monitoring window displayed on thescreen of the supervisor user equipment 13.

This window gathers the essential information of the discussions thathave occurred during the session 10230 such as the duration of the chat15 and of the call 17, the activated connections between the operatorand the customer 19, control buttons to deactivate the monitoring of acommunication interface 21, to barge in one of the current conversationsof the session 23, to establish a connection with the operator 25 and anarea comprising the last chat discussion exchanges in chronologicalorder 27. Information concerning the customer may also be displayed in adedicated area 29. The supervisor also receives the current calldiscussion exchanges between the operator and the customer in hisheadphone.

Listening to the discussion between the operator 5321 and Mr Bono, thesupervisor notices that the operator 5321 has forgotten to tell a detailto Mr Bono during the explanation of the configuration. To give hiscomments to the operator without disturbing his conversation with MrBono, the supervisor launches an instant messaging connection with theoperator 5321. A command for launching this connection is alreadyintegrated in the menus of the monitoring window so that a click on thecorresponding icon of the menu is sufficient for the supervisor toestablish the instant messaging connection and send his comments to theoperator 5321. The comments of the supervisor are transmitted to theoperator client application 7 a through the instant messaging connectionand displayed on the screen of the operator user equipment 11. Thesecomments are displayed in the same window as the other informationconcerning the session 10230. When all the connections between theoperator and the customer as well as the coaching connection are closed,the session 10230 ends and a session report gathering all the exchangeshaving occurred during the session 10230 is stored in the datarepository 6. Such report can be used afterwards, for example foranalysing the points an operator needs to improve or in case of acomplain from a customer or an operator.

Thus, the use of an identified session combined with the automaticestablishment of a supervision when a connection is established with thesupervised operator through a communication interfaces allows easing thesupervision of operators in multi-channel discussions using differentmedia. Moreover, the embodiments of the present invention allow anefficient and automatic data recording. These features create a morecomfortable environment for the supervisors as well as a gain of timefor the supervisor leading to an increased overall efficiency of thehelp desk.

1. Method for processing a customer request through a plurality ofcommunication interfaces (3) and for supervising such processing, thesaid method comprises the following steps: upon reception by a pluralityof communication interfaces of a supervision request from a supervisorclient application (7 b) for supervising an operator client application,monitoring the connections established with the operator clientapplication, when an operator of a supervised operator clientapplication is selected for processing a customer request through one ofthe plurality of communication interfaces, creating an identifiedsession associated with the customer and the supervised operator clientapplication, establishing a connection between the communicationinterface and the supervised operator client application, establishing asupervision of the connection by the supervisor client application,storing discussion context information of the established connection ina memory space associated with the session in a data repository (6), ifa connection through a different communication interface (3) concerningthe same request is established by the supervised operator clientapplication (7 a), adding the discussion context information of the saidconnection established through a different communication interface (3)to the information already stored in the memory space associated withthe session and, establishing a supervision of the said connectionestablished through a different communication interface (3) by thesupervisor client application.
 2. Method in accordance with claim 1wherein it comprises a step of ending the session when the connectionsestablished with the supervised operator client application (7 a) duringthe session are ended.
 3. Method in accordance with claim 1 wherein italso comprises the following steps: receiving a request from thesupervisor client application (7 b) to establish a connection with thesupervised operator client application (7 a) through one of thecommunication interfaces (3), establishing the connection between thesupervisor client application and the supervised operator clientapplication and, adding the discussion context information of the saidconnection between the supervisor client application and the supervisedoperator client application to the information already stored in thememory space associated with the session.
 4. Method in accordance withclaim 1 wherein the plurality of communication interfaces (3) correspondto a plurality of different communication media.
 5. Method in accordancewith claim 1 wherein the step of establishing a supervision of theconnection by the supervisor client application comprises a display ofat least a part of the at least one supervised connection in a singleinteractive display interface associated with the supervisor clientapplication (7 b).
 6. Method in accordance with claim 1 wherein thesupervisor client application (7 b) comprises commands to request asupervision of the operator-customer discussion.
 7. Method in accordancewith claim 1 wherein the supervisor client application (7 b) comprisescommands for launching a connection with the supervised operator clientapplication (7 a) through one of the communication interfaces.
 8. Methodin accordance with claim 1 wherein the communication interfaces (3)comprise application programming interfaces.
 9. Computer program productfor processing a customer request and for supervising such processingcomprising instructions which, when executed on a processor, causes theprocessor to carry out the steps of: upon reception of a request forsupervising an operator client application (7 a) from a supervisorclient application (7 b), establishing a monitoring of the connectionsestablished with the supervised operator client application (7 a), uponreception of a customer request, creating an identified sessionassociated with the customer and the supervised operator clientapplication (7 a), selecting an operator of a supervised operator clientapplication (7 a) to process a customer request received on acommunication interface, (3) establishing a connection between thecommunication interface (3) and the operator client application (7 a),storing discussion context information of the established connection ina memory space associated with the session in a data repository (6),establishing a supervision of a connection between a communicationinterface (3) and a supervised operator client application (7 a) by asupervisor client application (7 b), if a connection through a differentcommunication interface (3) concerning the same request is establishedby the supervised operator client application (7 a), establishing asupervision of the said connection established through a differentcommunication interface (3) by the supervisor client application (7 b)and, adding the discussion context information of the said connectionestablished through a different communication interface (3) to theinformation already stored in the memory space associated with thesession.
 10. Computer telephony integration server (1) of a help deskstructure, the said server comprises: a plurality of communicationinterfaces (3) configured for: establishing a connection with operatorclient applications and supervisor client applications, receiving arequest for supervising an operator client application from a supervisorclient application (7 b), establishing a supervision of a connectionwith an operator client application by a supervisor client application,a data repository (6), a routing unit (4) configured for selecting anoperator of a supervised operator client application (7 a) to process acustomer request received on a communication interface, establishing aconnection between a communication interface (3) and a supervisedoperator client application (7), a reporting unit configured forreceiving information from the routing unit and from the operator clientapplications (7 a) and the supervisor client applications (7 b),creating an identified session associated with the customer and thesupervised operator client application, storing discussion contextinformation of the connections established with the supervised operatorclient application in a space memory associated with the session in thedata repository (6).
 11. Computer telephony integration server (1) inaccordance with claim 10 wherein the communication interfaces (3)comprise application programming interfaces.